Customer Excellence Representative

The Chemours•Wilmington, NC

About The Position

Chemours is seeking a Customer Excellence Representative (CER) to join its Customer Excellence team within the Advanced Performance Materials (APM) commercial organization. The role reports directly to the North America Customer Excellence Manager. The CER is the primary advocate for both customers and Chemours, responsible for the customer experience from order placement through delivery. The position manages customer relationships, executes Order-to-Cash activities, resolves complex business challenges, and works across functions to provide a high-quality customer experience. The CER partners with Sales, Supply Chain, Manufacturing, Demand Planning, the Delivery Team, Warehouse, Logistics, Finance, Product Management, and other functions to identify and resolve issues, improve processes, and support customer satisfaction and loyalty. The role calls for strong relationship management, problem-solving, communication, and business process skills in a fast-paced environment.

Requirements

Bachelor's degree or an equivalent combination of education and relevant experience.
Experience in customer service, customer experience, commercial operations, supply chain, or related business functions.
Strong customer-focused mindset and demonstrated ability to build and maintain relationships.
Excellent verbal and written communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong problem-solving and critical-thinking abilities.
Ability to collaborate effectively across multiple functions and organizational levels.
Ability to influence and drive outcomes without direct authority.
Proficiency with Microsoft Office applications, including Excel, Outlook, Word, and PowerPoint.
Experience working with ERP and CRM systems.

Nice To Haves

Experience supporting B2B customers in manufacturing, chemical, industrial, or related industries.
Knowledge of Order-to-Cash processes.
Hands-on experience with SAP, Salesforce, or similar CRM platforms.
Strong planning, organizational, and project management skills.

Responsibilities

Serve as the primary customer contact for assigned accounts and develop relationships based on trust, responsiveness, and business partnership.
Understand customer needs and advocate for solutions that support customer success and business objectives.
Proactively communicate order status, supply risks, delivery updates, and issue-resolution plans.
Gather customer insights and share them with commercial and operational teams.
Manage end-to-end Order-to-Cash activities, including customer onboarding and account maintenance; order entry, modifications, and returns; order monitoring through delivery; pricing implementation and maintenance; complaint initiation and coordination; invoice and accounts receivable dispute resolution; compliance with internal controls and procedures; and sharing customer feedback with the sales team.
Collaborate with Sales, Supply Chain, Demand Planning, Manufacturing, Logistics, Product Management, Finance, and other stakeholders.
Coordinate resolutions to complex customer, order, supply, pricing, and delivery issues.
Balance customer expectations with business objectives while maintaining customer relationships.
Support customer business reviews and commercial initiatives.
Lead and participate in continuous improvement initiatives to enhance customer experience and operational efficiency.
Identify opportunities to simplify processes and eliminate inefficiencies.
Support adoption and improvement of digital tools and business systems.
Provide feedback and recommendations to improve business processes and system functionality.
Support forecasting, demand planning discussions, and business reviews with data-driven insights.